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Initial Resolution Time calculation Excluding 'Waiting' status time

Received Response
edited Jan 17, 2021 8:01AM in Reporting & Analytics for B2C Service 1 comment


Hi Experts,
We have one requirement where we need to calculate Resolution time i.e., total Initial resolution time for an incident.
i.e. from the Incident Creation time to Incident Initial Solved status excluding time period where the Incident was in “WAITING” status.

We Created a report using inc_performance table with interval type= 7 and used column 'inc_performance.rel_time" to calculate initial resolution time. I have attached report definition with this post. PFA

Expectation: 'inc_performance.rel_time" should calculate difference between start date and end date excluding non-business hours and amount of time incident was in 'WAITING' status type

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